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Customized Dashboards Increase Account Visibility, Help Enterasys Reach 92% Customer Satisfaction Rating SAN FRANCISCO, Dec. 19 /PRNewswire-FirstCall/ -- Salesforce.com (NYSE:CRM), the technology and market leader in on-demand customer relationship management (CRM), today announced that Enterasys (NYSE:ETS) is saving more than $100,000 annually through its deployment of Salesforce Service & Support. A manufacturer of industry-leading enterprise secure networking hardware and software solutions, Enterasys deployed Salesforce Service & Support in its Global Technical Assistance Center to further improve service quality and call resolution for its more than 25,000 enterprise customers. The company has been able to realize its results through significant call agent efficiency gains and better customer responsiveness and visibility. (Photo: http://www.newscom.com/cgi-bin/prnh/20050216/SFW105LOGO ) Enterasys is one of the 18,700 companies of all sizes, industries and geographies that comprised the salesforce.com customer base as of October 31, 2005. Revenue and subscribers will be recognized as the service is delivered. "We have been able to revolutionize our call center management by using cutting edge CRM applications from salesforce.com," said Mike Ferris, Director Service Technology, Global Technical Assistance Center, Enterasys. "Salesforce Service & Support has helped us improve our already strong customer service offerings while reducing our overall support costs. We are extremely pleased that Salesforce Service & Support helped us achieve a 92% customer satisfaction score in 2005." By implementing survey response management with Salesforce Service & Support, Enterasys is able to detect early warning indicators of potentially dissatisfied or at risk customers and has the real-time capabilities to act immediately and coordinate across all departments. By detecting which customers may be at risk and taking the appropriate actions, Enterasys has been able to drive high levels of customer loyalty and satisfaction. Additionally, Enterasys was seeking ways to accelerate call center agent and management productivity, as well as strengthen customer loyalty and modernize its call center operations. Using Salesforce Service & Support, Enterasys was able to quickly and easily build customized dashboards to provide both agents and management complete visibility into the critical areas of their call and operation centers. These customized dashboards include engineering escalation management, to ensure that product and customer trends are coordinated with engineering, and support revenue at risk, which flags sales teams with deals that are at risk. About Enterasys Networks Enterasys Networks -- the Secure Networks Company(TM) -- provides enterprises with the most integrated, up-to-date portfolio of security-enabled network infrastructure products, centralized command and control software, and advanced security applications available today. Information about the company's award-winning line of policy-enabled switches, routers, wireless products, security software, and services is available at http://www.enterasys.com/. About salesforce.com Salesforce.com is the market and technology leader in on-demand customer relationship management (CRM). The company's Salesforce suite of on-demand applications enables customers to manage and share all of their sales, support, marketing and partner information on-demand. AppExchange, salesforce.com's on-demand platform, allows customers and partners to build powerful new applications quickly and easily, customize and integrate the Salesforce suite to meet their unique business needs, and distribute and sell on-demand apps at http://www.appexchange.com/. Customers can also take advantage of Successforce, salesforce.com's world-class training, support, consulting and best practices offerings. As of October 31, 2005, salesforce.com manages customer information for approximately 18,700 customers and approximately 351,000 paying subscribers including Advanced Micro Devices (AMD), America Online (AOL), Automatic Data Processing (ADP), Avis/Budget Rent A Car (Cendant Rental Car Group), Dow Jones Newswires, Nokia, Polycom and SunTrust. Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase salesforce.com applications should make their purchase decisions based upon features that are currently available. Salesforce.com has headquarters in San Francisco, with offices in Europe and Asia, and trades on the New York Stock Exchange under the ticker symbol "CRM." For more information please visit http://www.salesforce.com/ , or call 1-800-NO-SOFTWARE. NOTE: Salesforce.com is a registered trademark of, and AppExchange and Successforce are trademarks of, salesforce.com, Inc., San Francisco, California. Other names used may be trademarks of their respective owners. http://www.newscom.com/cgi-bin/prnh/20050216/SFW105LOGO http://photoarchive.ap.org/ DATASOURCE: Salesforce.com CONTACT: Jane Hynes of Salesforce.com, +1-415-901-5079, or Web site: http://www.enterasys.com/ Web site: http://www.appexchange.com/ Web site: http://www.salesforce.com/

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